Software Used
Keap (formerly Infusionsoft) is our Customer Relationship Management (CRM) Software.
Login to Keap here. Always use an incognito window when accessing Keap.
FuseDesk is our Customer Service Software.
Login to FuseDesk here.
FixYourFunnel (FYF) is our automation bot and text messaging extension for Keap and FuseDesk
Login to FixYourFunnel here.
Methods of Communication
We have several methods of communication with our customers. Email, phone, chat, and text message.
Email marketing, account notifications, etc. are sent from Keap. Shopify and BigCommerce may also send automated emails to customers.
Use FuseDesk for all email communication with a customer. Access your inbox here.
Access all unassigned cases here.
Phone
Use FixYourFunnel for all phone communication with a customer. You can dial a customer by logging into your FixYourFunnel dashboard > navigating to the Dialer screen > and clicking on Keypad in the center section.
Text Message
Use FixYourFunnel for all text message communication with a customer. Login to FixYourFunnel to access your dashboard. View your text message conversations in the Messenger > My Chats screen. View all team member text message conversations in the Messenger > Team screen. Start a new text message conversation in the Messenger screen by clicking “Start Conversation”.
Chat
Use FuseDesk for all chat communication with a customer. View active chats at this link.
Be sure to turn on your chat availability in the FuseDesk app, in the top left under your profile image and name. Click the chat bubble to make yourself active. You can also use the shortcut Shift + V.
Customer Service Reply Timeline Expectancy
We tell our customers they will receive a reply within 24 hours at the latest.
In FuseDesk, a case will turn from Green to Yellow if no reply is sent within 36 hours. A case will turn from Yellow to Red if no reply is sent within 72 hours.
FAQs
Click the question to reveal the answer.
If a customer does not take the opportunity for the free payment relief for 60 days, what do we need to do?
In Keap – Apply the tag Trigger – Memberships – Downgrade to Free Forever Membership – Start
In FuseDesk – Click the gear icon at the top of the case and apply the tag Trigger – Memberships – Downgrade to Free Forever Membership – Start
Customer is not receiving any emails from us. I checked and he is in Keap but not sure what to do to check if he is getting emails from us.
- Verify the email address in the Keap contact record is correct.
- Check for duplicate contact records in Keap. They may need to be merged.
- Verify email address has a green email icon with check mark on the general tab of the contact record.
- if not, click manage email status > send confirmation email > send email
- Ensure the contact DOES HAVE the tag Communications – Email – Student of the Gun – Newsletter Subscriber – Weekly
- Ensure the contact DOES NOT have any of these tags:
- Communications – Do Not Market
- ListCleaner.io Tags – Bad Contact Info
- ListCleaner.io Tags – Fishy Contact Info
- Any tag beginning with “Status – Partner”
I have a customer with an inactive subscription but it’s still showing failed payments each month. How can I get this to stop?
Check the stop date for the subscription? You can find that by opening the contact record > navigating to the Orders tab > scrolling to Subscriptions > open the subscription by clicking the name of the subscription (it’ll be a blue link) > check the End Date box in the right column
Compare that to when the last failed payment was and let your supervisor know if the failed payment happened after the stop date.
A member was double charged for their membership, what do I do?
- Make the 2nd subscription inactive.
- Apply one(1) credit to their active subscription for each month they were double charged.
- Email the member and let them know that we fixed the account and made it right by adding a credit so they are not going to be charged again until INSERT DATE HERE.
A password for members.studentofthegun.com did not generate, what do I do?
- Ensure Memberium is updated
- Login to https://members.studentofthegun.com
- Navigate to Memberium > Support > Updates
- In the Memberium Manual Updater dropdown, choose the most recent version
- Choose Install from the Choose Your Option dropdown
- Click the Update button
- Locate the contact in Keap
- Login to https://dz285.infusionsoft.com
- Search for the contact’s name using the search icon in the top left
- *If multiple contacts appear, ensure they are the same person and merge records if they are the same person.
- In the Automation tab of the contact record, remove them from the automation titled Memberships – members.studentofthegun.com – Password Generation
- After removing them from the automation, add the contact back to SQ01 of the automation titled Memberships – members.studentofthegun.com – Password Generation
The PFT Educational Series is not showing up for a customer in my.sotgu.com
- Locate the contact in Keap
- Login to https://dz285.infusionsoft.com
- Search for the contact’s name using the search icon in the top left
- Open the contact record
- In the Tags tab of the contact record check to see if they have any of these tags applied to their account
- Memberships – Grad Program Undergrad – PAYF
- Memberships – Grad Program Undergrad – CANC
- Memberships – Grad Program Undergrad – SUSP
- If they do have one of those tags, investigate why.
- Do they have an active membership, and unpaid invoices?
- If there is no reason for any of those tags to be on their account, remove them.
- Add the contact to SQ01 of the automation titled my.sotgu.com – Sync Contact Info With Memberium